What are the responsibilities and job description for the Manager, Application and Technical Support (Data & Intelligence Products) position at Strata Decision Technology and Careers?
How You'll Make an Impact
The Manager, Application and Technical Support lead the team responsible for supporting customers who use our proprietary Data & Intelligence offerings, (Comparative Analytics, Market Insights, Market Solution, Clinical Analytic and Stratasphere) all which are applications that power benchmarking across financial, operational, and clinical domains. This role ensures reliable service delivery, strengthens support processes, and develops a high-performing team with expertise in data workflows, benchmarking methodologies, and product functionality.
In this role, you'll combine strong people leadership with operational rigor and deep product knowledge to elevate the customer experience and guide how we support and scale our Data & Intelligence products.
Key Responsibilities
- Lead, coach, and develop a team of Application and Technical Support Specialists, fostering accountability, ownership, and continuous improvement.
- Develop team members through coaching, skill building, and talent development for career growth and opportunities.
- Oversee daily support operations, including workload distribution, ticket triage, case management, SLA performance, and customer satisfaction.
- Serve as the escalation point for customer issues, ensuring timely resolution and customer satisfaction.
- Ensure high-quality technical support, including issue reproduction, product configuration guidance, data validation assistance, and clear customer communication.
- Serve as the managerial escalation point for customer issues; guide timely troubleshooting, root-cause analysis, and resolution.
- Monitor and interpret support dashboards, identifying trends, bottlenecks, quality gaps, and early-warning indicators to inform operational decisions.
- Partner cross-functionally with Product, Engineering, Customer Success, and Implementation to communicate customer insights, advocate for enhancements, and ensure alignment on recurring issues.
- Drive continuous improvement by refining support processes, documentation, SOPs, and KCS adherence.
- Model Strata's values in all interactions: We connect with positive intent. We are helpful. We own it. We are humble. We get better every day.
What We're Looking For
- 5 years of experience in Application Support, Technical Support, or Data Analytics, ideally supporting a complex SaaS or data-driven product.
- 2 years of direct people-management experience in a customer-facing or technical environment.
- Strong communication, problem-solving, and stakeholder-management skills, with the ability to guide both customers and internal teams.
- Familiarity with healthcare benchmarking, business intelligence tools, or data validation concepts.
You'll Really Wow Us If You Have
- Experience in SaaS, healthcare analytics, or supporting data-intensive applications.
- Strong understanding of data workflows, benchmarking methodologies, and healthcare operational or financial metrics.
- Demonstrated ability to lead with empathy, drive accountability, and mentor team members effectively.
- Experience improving support processes, SOPs, or tooling within a technical support organization.
Estimated Salary Range: $100,000-130,000
Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.
Find out more about Strata benefits here.
How we work:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home.
Thinking about applying?
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you're currently reading this and hesitating to click "Apply" for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.
Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to careers@stratadecision.com.
Here @ Strata…
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.
We believe that each of our team member's unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.
Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.
- We connect with positive intent.
- We are helpful.
- We own it.
- We get better every day.
- We are humble.
Salary : $100,000 - $130,000